Let's get into the specifics. It’s impossible to capture every nuance of a role – especially at a rapidly growing company like Mews – but if we had to distil it into a job description (which we do because this is a job description), it would be this:

You'd own one Mews product area end to end from the Specialist Hub: the hardest technical implementations in it, the escalations that Onboarding Managers and Support can't resolve from the knowledge base, and the operational health of the whole thing, from onboarding performance and SLAs to the documentation the rest of Customer Success relies on. When a customer's setup involves non-standard configuration, API work or integrations nobody has wired up before, it comes to you, and so does the question of how to stop that case recurring.

Hotels increasingly run on Mews as the hub for payments, distribution, POS and dozens of connected systems, which makes implementations more technical and more consequential every year. This role exists to make sure that complexity gets resolved properly, documented once, and fed back into the product. You sit between Onboarding, Customer Success, Product and R&D, with a direct line into testing, blitz testing and product feedback, so what you learn from customers shapes what gets built.

What you would do

• Support complex implementations for your product area, including configuration, integrations, APIs and non-standard requirements, and act as the technical escalation point when something is blocking a go-live
• Act as third-tier support to Onboarding Managers and Customer Success on configuration, troubleshooting and edge cases, and advise CSMs on what is and isn't feasible for new leads
• Own the performance metrics for your area (CSAT, time to resolution, repeat question rate, deflection rate) and act when timelines, SLAs or onboarding health are at risk, before they become blockers
• Own and maintain the knowledge base content for your product area, and use AI to redesign how it gets written, kept current and checked, building approaches the wider Specialist Hub can follow
• Work with Product and R&D on technical escalations, recurring onboarding problems and product feedback, and contribute to product testing, hackathons and strategic projects

AI Fluency Level 3: in this role that means AI is part of how you run your product area, not just how you draft faster. You rethink how knowledge base content for your area gets created, maintained and verified, how escalations get triaged and how you spot patterns in your queue; you turn what works into approaches the rest of the Specialist Hub can adopt; and you check AI output against real product behaviour before it reaches a customer or a colleague.

For more information on AI fluency at Mews, please refer to "AI Fluency at Mews: A Comprehensive Guide for Candidates" .

What you would bring

• 3+ years in technical applications, implementation, onboarding or technical support in a SaaS environment, with proven experience supporting complex implementations and managing multiple priorities independently
• Hands-on troubleshooting across software configuration, integrations and APIs, and the ability to translate a customer's technical requirements into the right implementation approach
• An analytical, metrics-led approach to spotting risk early and taking action on it, with the project management skills to keep several implementations moving at once
• Experience building or improving processes, not just following them, and clear communication with both technical and non-technical audiences, from engineers to hotel general managers
• AI Fluency Level 3 or the equivalent hands-on experience: you've already redesigned how you or your team works using AI, and you check what it produces rather than taking it at face value

• Working knowledge of Salesforce, Jira and Confluence
• Experience in hospitality technology or with PMS, payments or distribution systems
• A bachelor's degree in a relevant field, or equivalent practical experience

United States

$105,500 — $136,500 USD

• Unlimited paid holiday (yes, really)
• Participation in our company share program
• Paid parental leave (6 months fully paid for primary caregivers, 2 months for secondary, available after one year of service)
• An annual Learning budget of €300 (and more for high performers) to support your development
• Monthly "EDGE" time to Explore, Develop, Grow, and Elevate yourself
• A work from anywhere policy with flexibility to work abroad for a few weeks each year
• Relocation options, available after one year
• Flexible, hybrid working options
• A home office setup budget to make your workspace your own and a monthly work-from-home allowance
• Claude tokens, so you can automate workflows and build smarter, more efficient ways of working

Local benefits

You'll receive additional benefits that vary by location, from healthcare and retirement plans to team events, socials and other perks. Ask us about it during your interview process.

Life at Mews

We’re an equal opportunities employer. We value teams that reflect the diversity of the customers and communities we serve. Different perspectives make better ideas, stronger products and a more welcoming company.

We also believe transparency is important when deciding if you're the right fit. Mews is an ambitious, high-pressure environment of continuous learning and high standards. Success here requires resilience, adaptability and a willingness to solve difficult problems.

• High autonomy means high responsibility. People are expected to take ownership and drive outcomes. There isn’t a detailed playbook for everything, and that’s part of what makes the work challenging – and rewarding.
• Change is constant. We’re growing quickly and adapting as we scale. Teams, processes and priorities continue to evolve, and only people who stay curious and agile will thrive.
• We’re remote-first, not relationship-free. Flexibility is core to how we work, but strong relationships still matter. Our teams are global, so we need expert collaborators and communicators to help us move forward together.
• AI is an integral part of our processes. It’s not here to steal people’s jobs, but to amplify efficiency and productivity. We’re motivated to proactively use the technology to seek out better ways of working and share our findings with the rest of the company.

If there's anything we can do to support you during the application process, let us know.

We don't discriminate on the basis of race, religion, colour, nationality, gender, sexual orientation, age, marital status, veteran status, disability or any other protected characteristic.

One final thing: don't hold back. If you don't meet 100% of the criteria in this job description but you're certain you could make a big impact, apply. Everyone should have equal access to opportunities, and we're committed to providing an inclusive experience.

If Mews sounds like the kind of environment where you'd thrive, we'd love to hear from you.